Senior Service Delivery Manager

Ensono

. Own end-to-end service delivery for assigned complex, multi-service accounts, ensuring SLAs, SLOs, KPIs, and contractual commitments are met .

Posted 10/22/2026full-timeRemote • United StatesSenior💰 $96,000 - $145,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in service delivery management, focusing on client account oversight, financial activities, and operational excellence. Proficient in ITIL principles and capable of translating service data into actionable business insights while fostering trusted relationships with stakeholders.

Highest-signal resume keywords

Service Delivery ManagementITIL CertificationBudget ManagementClient Relationship BuildingAnalytical Problem-Solving

ATS Keywords

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Hard Skills

Service Delivery ManagementBudget TrackingForecastingBilling ValidationChange ManagementIncident GovernanceRisk ManagementService Improvement PlansContinuous ImprovementOperational Readiness

Soft Skills

Effective CommunicationMentoringPublic SpeakingRelationship BuildingProblem-Solving

Tools & Technologies

ServiceNowAI ToolsHybrid Technology EnvironmentsMainframeInfrastructureCloudDatabasesMiddlewareVirtualizationNetworking

Certifications & Qualifications

ITIL Certification

Industry Keywords

Multi-Service AccountsGovernance ForumsOperational DataClient OnboardingRegulatory Considerations

Tech Stack

Tools & technologies

CloudServiceNow

About the role

Key responsibilities & impact

Own end-to-end service delivery for assigned complex, multi-service accounts, ensuring SLAs, SLOs, KPIs, and contractual commitments are met
Serve as the primary operational contact and trusted advisor for client stakeholders, partnering with the Client Executive and delivery teams
Lead weekly operational reviews, MBRs, QBRs, and executive briefings; translate service data into business insights and recommendations
Lead major incident governance, escalations, root cause reviews, and corrective action plans
Oversee change, release, and maintenance coordination while minimizing business disruption
Maintain governance artifacts, risk registers, Service Improvement Plans, audit readiness, and compliance
Manage account financial activities, including budget tracking, forecasting, billing validation, consumption reporting, cost optimization, and growth opportunities
Use performance trends, client feedback, and Ensono Portal insights to prioritize continuous improvement, automation, resilience, security, and cost-efficiency initiatives
Coordinate resources and cross-functional dependencies, resolving delivery blockers and aligning skills to account needs
Support client onboarding and service transitions, ensuring knowledge transfer and operational readiness
Mentor SDM colleagues, share best practices, and contribute to consistent service delivery standards

Requirements

What you’ll need

Bachelor’s degree and at least seven years of related experience, or equivalent work experience, with demonstrated progression in service delivery management
Experience managing strategic client accounts in an MSP or complex, multi-tower IT environment
Strong knowledge of ITIL service management principles; ITIL certification is preferred
Proven ability to build trusted relationships, lead governance forums and escalations independently, and communicate effectively with Director-level stakeholders
Strong analytical and problem-solving skills, including the ability to anticipate risks and turn operational data into business-relevant recommendations
Financial and commercial acumen, including budget management, consumption reporting, billing validation, and identification of growth opportunities
Working knowledge of ServiceNow and hybrid technology environments, such as mainframe, infrastructure, cloud, databases, middleware, virtualization, and networking
Proficient use of AI tools, prompting, and agents to improve productivity and client insights
Strong executive presentation and public-speaking skills, with the ability to communicate technical topics to technical and non-technical audiences
Ability to mentor colleagues and contribute to service delivery best practices
Willingness to travel as required and participate in structured on-call escalation coverage
Knowledge of client industry practices, trends, and regulatory considerations

Benefits

Comp & perks

Unlimited Paid Days Off
Three health plan options
401k with company match
Eligibility for dental, vision, short and long-term disability, life and AD&D coverage, and flexible spending accounts
Family Forming Benefit including fertility coverage and adoption/surrogacy reimbursement
Paid childbearing and paternal leave
Education Reimbursement, Student Loan Assistance or 529 College Funding
Sabbatical leave
Wellness program
Flexible work schedule
Annual bonus plan based on company and individual performance, depending on eligibility
Equity grant under the Associate Equity Appreciation Program, depending on eligibility
Option to work from home or in Ensono offices when not required on a client site
Remote work encouraged most of the time